How to do specific tasks in Desk365
Release notes and product updates
Setup guides that help you get started.
https://www.youtube.com/watch?v=cF8v0nKIeI8 In any organization, delivering high-quality customer service is of utmost importance. The key to providing such a service is to ensure that customer enquiries and support tickets are handled efficiently, quickly, and within the designated time frame. One of the most critical aspects of managing customer support tickets is
The Nested Dropdown is ideal for organizations with more complex workflows and the need for several dropdown options to be selected before arriving at the final choice. These fields allow you to create a hierarchy of options within a dropdown menu, allowing users to drill down and select a specific
When working in a helpdesk software, it’s important to have access to the right information at the right time. Before today’s feature upgrade, all groups within an organization could see all ticket fields, regardless of whether they were relevant to them. However, not all information is relevant to every team
https://www.youtube.com/watch?v=NWqymvBPZv4 As most of our customers requested further improvements in the Filters option to change the order of filters displayed in the Agent Portal, we’ve gone ahead and made these changes live in the Desk365 app today to make the ‘Filters Order’ display according to your choice. How to change
https://www.youtube.com/watch?v=wuTnxfIrMe4 Custom Views help you to organize tickets better by grouping them into lists based on a defined set of criteria. For example, you can create a view for open tickets that are assigned to you, a view for tickets with specific SLAs applied to it, a view for tickets
https://www.youtube.com/watch?v=tWdwZkgPLY4 A support ticket will go through multiple teams and support agents during its lifecycle. Each of the teams and agents working on the ticket perform multiple operations on the ticket, from replying to the customer to adding additional notes and updating ticket properties, before assigning the ticket to another
https://www.youtube.com/watch?v=4YjzTpgRKYo One crucial aspect of providing exceptional customer service is ensuring that Service Level Agreements (SLAs) are configured and applied to tickets appropriately. This article will guide you through the process of configuring SLAs in Desk365 so that they can be easily applied to any ticket. No SLA Policy When
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